Upstream Works

NOVEMBER 19, 2020

These drivers will continue into the new year has contact centers strive to meet new customer demands – by upgrading technology while knowing how to deploy the new capabilities. The below three drivers of CX success will help to keep customer loyalty strong as we move into 2021. Supporting a Distributed Workforce.

2021 78

2021 Average Handle Time Contact Center E Commerce 78

Upstream Works

JANUARY 7, 2021

Outbound communication is an underutilized mode of customer engagement. Contact centers recognize the value but are often constrained by legacy technology and would welcome AI as a means to automate this form of outreach. Customer Journey Mapping.

Contact Center 78

Contact Center 2021 Customer Journey Mapping Omnichannel 78

Horizon CX

MARCH 19, 2022

For some strange reason that 10% statistic is popping up more lately—like the recent Bain & Company survey that indicated only 10% of business leaders believe that the primary purpose of their firms is to maximize value for customers. But I digress, that’s another topic for another blog. Non-existent, I am afraid.

Customer Journey 52

Customer Journey Touchpoint Seminar Average Handle Time 52

Kustomer

NOVEMBER 4, 2020

Below are five emerging trends that we predict will shape CX in 2021. But don’t worry, 2021 isn’t going to feature any giant robots wielding machine guns. AI re-imagines customer experiences and end-to-end customer journeys. Integrated and personalized customer experience. Customer Service Goes Remote.

2021 52

2021 Customer Experience E-support Omnichannel 52

Totango

MARCH 26, 2021

Today’s Customer Lifecycle Is Technology-driven. As the concept of the customer lifecycle has developed, understandings have changed under the influence of technology. Some information is out-of-date, while some presentations give a partial perspective on the customer lifecycle. What is a Customer Lifecycle?

2021 66

2021 Net Promoter Score Social Media Sales 66

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

2022 94

2022 Insights 2021 E Commerce 94

Inbenta

DECEMBER 14, 2021

According to a 2021 report, 50% of customers rank digital communications as a high priority (but only 17% of insurers use them). Let’s take a look at 5 insurance chatbot use cases based on the key stages of a typical customer journey in the insurance industry. Policyholders are in control.

Insurance 52

Insurance Customer Journey Document Average Handle Time 52

Totango

DECEMBER 28, 2020

It’s so important that Cisco has created an entire program around it and is requiring all Cisco Gold Partners to complete the Customer Experience (CX) Specialization Certification by March 2021. Customer success is a key part of driving the overall CX vision to ensure that customers are engaged in a proactive manner.

2021 80

2021 Customer Journey Customer Success Fashion 80

CX University

MARCH 4, 2024

Customer experience (CX) has taken center stage, reshaping the way businesses engage with their audience. The rise of omnichannel experiences has revolutionized the traditional customer journey, offering a seamless and integrated approach across various touchpoints. 2021, February 24). SuperOffice Blog. Malfara, D.,

Omnichannel 52

Omnichannel Interaction Touchpoint Social Media 52

TechSee

AUGUST 14, 2023

Follow on LinkedIn Charlie Mitchell, Senior Editor at CX Today Charlie is an award-winning magazine editor, with vast experience in writing about technology, customer service, and much more. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Kerry Bodine

DECEMBER 30, 2020

Number 9: 5 Steps To Mapping The Customer Journey. Over the past several years, we’ve refined our approach to journey mapping. Consider this your high-level roadmap for developing journey maps and using them to drive action. Number 8: The Customer Journey DOES NOT EQUAL The Customer Lifecycle.

2020 90

2020 Customer Experience Customer Journey Customer Journey Mapping 90

ViiBE Blog

AUGUST 25, 2021

ViiBE Blog. How can you measure customer satisfaction? CRM , Customer experience. August 25, 2021. Share on twitter. ” Depending on their answers, customers are put into three categories – promoters (scoring 9-10), passives (7-8), or detractors (0-6). 26 August 2021. 25 August 2021.

Customer Satisfaction 98

Customer Satisfaction Measurement Net Promoter Score 2021 98

ViiBE Blog

AUGUST 9, 2021

ViiBE Blog. Call Center , Customer experience. August 9, 2021. Do they support a customer-centric customer journey or are they more concerned with the bottom line, treating employees poorly and looking for any opportunity to cut operating costs? 26 August 2021. 25 August 2021. 24 August 2021.

Call Center 52

Call Center 2021 Contact Center Insurance 52

Interactions

AUGUST 19, 2021

That’s why we’ve compiled some of our top blogs around key topics in CX in case you missed them. . Often, in the hopes of a quick fix, brands get creative on how to “remove” pain points from the customer journey. So, why is it that customers are still facing many common pain points in their customer service interactions?

2021 62

2021 Contact Center Call Center Consumers 62

ViiBE Blog

OCTOBER 28, 2021

ViiBE Blog > Remote Customer Service > Digital Customer Experience What is digital CX? Customer experience Insurance , Retail , SMB Kelly Dell October 28, 2021 Share this article Contents Share this article Contents It’s crucial nowadays for companies to understand what is digital CX (customer experience).

Social Media 52

Social Media 2023 Roadmap E-support 52

Experience Investigators by 360Connext

NOVEMBER 8, 2022

Customer experience is NOT a tool or technology or feedback system. Customer experience is the end-to-end experience your customer has with your brand, which leads to their perceptions and emotional responses to that experience. If you have customers, they are having an experience. It’s all new.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity 2020 110

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. Totango reduced client churn to 7% in 2021 by applying customer engagement strategies.

Customer Engagement 77

Customer Engagement Engagement Customer Journey Mapping Net Promoter Score 77

Gainsight

JUNE 10, 2021

Gainsight product leadership took to the stage to unveil new Gainsight innovations that will supercharge the way you deliver outcomes along the customer journey. Learn more about all the new product announcements in this blog post. Ain’t technology grand? And if anyone should know about technology, it’s HP.

Innovation 52

Innovation Chief Customer Officer 2021 NPS 52

Totango

MAY 5, 2021

Additionally, this information can be useful for identifying patterns between what makes a highly satisfied customer and what makes a deeply unsatisfied customer. Does the stage of the customer journey make a difference? Identify bottlenecks in your customer journey. Did certain features play a part?

Measurement 118

Measurement Customer Experience Net Promoter Score Effort Score 118

InMoment XI

JANUARY 9, 2024

Given these various interpretations, we can define the B2B customer experience as the cumulative impact of all interactions and experiences between your business and your business customers, at every touch point across the entire customer journey. How Has the B2B Customer Experience Evolved?

B2B 551

B2B Customer Experience Net Promoter Score 2024 551

Upstream Works

SEPTEMBER 30, 2021

The term “customer experience” (CX) has gained considerable currency recently, and in many ways has displaced “customer service” as the focal point of the contact center. While technology plays a key role in providing great CX, a team effort that goes beyond agents is required.

Contact Center 78

Contact Center E Commerce Omnichannel Social Media 78

ViiBE Blog

AUGUST 17, 2021

ViiBE Blog. What is the purpose of customer experience management? Customer experience. August 17, 2021. What's the meaning of customer experience management (CEM)? 26 August 2021. How can you measure customer satisfaction? 25 August 2021. Using video communication technology to reach SDG 9.

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

Beyond Philosophy

JULY 7, 2022

Customer Experience management has been absorbed into Customer Science in the past couple of years; how will that apply to brick and mortar? How can these retailers benefit from the new technologies? The new skills and technologies business developed with digitalization have changed how people shop at a fundamental level.

Retail 160

Retail Online Experience Interaction Technology 160

Totango

APRIL 5, 2022

NPS software is the technology that facilitates the collection and practical application of Net Promoter Score data. Net Promoter Score is a customer satisfaction KPI that measures how likely a client is to recommend your brand to friends or colleagues. Surveys can be scheduled to appear when desired during the customer journey.

NPS 103

NPS 2022 Net Promoter Score Multi-Channel 103

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Lincoln Murphy. James Scott. Jay Nathan. Julie Hogan. Kristi Faltorusso.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

NICE inContact

MARCH 11, 2019

Will “The Robots” take over completely by 2021, 2025, 2050? Either way, it makes me wonder whether this technology is really perfected – yet. Here’s what we know: At some point in their customer journey, people almost always need help – from a real person. As a customer and an employee? Maybe we do look alike!

2025 64

2025 Healthcare 2021 Customer Retention 64

Uniphore

JANUARY 25, 2022

A blog post from Umesh Sachdev, CEO & Co-founder, Uniphore. As we’ve seen with other innovations, the more familiar people become with the technology, the more they expect to see it. As more companies incorporate emotion AI into their customer journey, customer comfort with, and subsequent demand for, the technology grows.

2022 52

2022 Healthcare Banking 2020 52

ViiBE Blog

FEBRUARY 28, 2022

ViiBE Blog How can live chat integration with co-browsing improve CX? Once an effective system of responses is established, you can create leads and turn them into loyal customers. No download, installations, or plugins are required thanks to WebRTC technology.

2021 52

2021 Download E-support 2022 52

Call Experts

APRIL 8, 2024

A Customer Journey Contact Center supports clients and improves their experience. It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Using a customer journey contact center can also be highly advantageous.

Contact Center 52

Contact Center Customer Journey Call Center Touchpoint 52

Uniphore

JUNE 17, 2021

60% of callers expect agents to be more qualified to resolve complex issues HOWEVER, 56% of agents are overwhelmed with handling complex requests today Research shows a 1:1 correlation between FCR and customer satisfaction improvements by percentage. Improve Your Customer Journey from End to End. Intro to Call Center Life.

Call Center 72

Call Center Social Media Customer Satisfaction Omnichannel 72

Optimove

AUGUST 12, 2021

We are deeply proud to announce that Optimove has been recognized as a Leader in “The Forrester Wave : Cross-Channel Campaign Management (Independent Platforms), Q3 2021” (CCCM). This is our second straight appearance in this report, after being named a “Strong Performer” back in Q4 2019. Understanding The Wave Report.

Management 98

Management 2019 Telecommunications 2021 98

Upstream Works

FEBRUARY 10, 2021

As 2021 unfolds, the stakes have never been higher for contact center leaders to invest in the right technologies. Many contact centers still struggle with the limitations of legacy technology and premises-based systems, and the disruption from COVID-19 has intensified the urgency to modernize.

Contact Center 78

Contact Center 2021 Technology Omnichannel 78

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. How to Map Your Customer Journey & Overlay their Emotions. Is Packaging Part of Product or Promotion?

Customer Centricity 71

Customer Centricity Article 2020 Hospitality 71

Comm100

NOVEMBER 15, 2022

With a higher value placed on customer service comes higher expectations too. In fact, 99% of customers believe that companies need to improve their support offering. With the development of technology, today’s consumers now expect brands to offer the very best support. Channel choice in a digital-first world.

Omnichannel 52

Omnichannel Contact Center 2025 Consumers 52

Totango

MAY 19, 2021

At Totango, we understand the importance of this decision, so we built a Customer Success Platform Evaluation Scorecard to provide you with a customizable template to help you narrow down your search and evaluate platforms against one another based on the factors that are most important to your specific business requirements. Customer 360.

Customer Success 107

Customer Success Customer Retention 2021 Customers 107

Totango

SEPTEMBER 17, 2021

We’ll also consider how technology can help you optimize a freemium model to maximize its advantages and minimize its weaknesses. It also gives you an opportunity to deliver them a data-driven, customized experience and demonstrate how your product meets their individual needs. But is it the best way to sell a SaaS product?

Sales 75

Sales Customer Journey Mapping Loyalty User Experience 75

Smith+co CX

DECEMBER 8, 2020

In my last blog I reflected on how customer experience has been impacted by the Covid-19 crisis and which brands are succeeding in spite of it. So, what can we learn from 2020 and apply to the experience we provide in 2021? Reinvent your Customer Experience. Shaun Smith, Founder, Smith+Co.

Hotels 36

Hotels 2021 Hospitality 2020 36